Consumer Rights Directive Are you still Ignoring it?

21st October 2014

In June of this year the law changed meaning that consumers calling customer helplines will no longer have to pay more than the basic rate of a phone call, putting an end to costly calls to 084X and 087X numbers.

If your business provides a customer service telephone number starting with 084X or 087X for your customers to call you on, this new law 'could' affect you. The first thing to point out is that this is a new 'consumer' law. If your business only deals with other businesses (B2B) and not the general public, then it doesn't apply to you. However that said, it is still advisable to consider moving to a new number that is cheaper to call. Note: Banks, insurance companies and investment brokers are not currently covered by this legislation as they are covered by the Financial Conduct Authority but they are also committed to 'consider' launching similar legislation. Also, this legislation only applies to customer service lines. Sales lines, advanced support lines and services paid through the cost of call (i.e. horoscopes and TV voting) remain unaffected. Any company failing to comply with new law will be putting themselves at risk of court action. Consumers will be within their rights to reclaim excessive call charges through the court system. Also trading standards are at liberty to get involved in bringing non-compliant companies to justice. The telecommunications world has moved on a long way since the introduction of 0845 numbers, and you can now benefit from all the usual call management features on alternative numbers. This includes 0333 numbers as well as virtual landline numbers (also known as Geographic Numbers) for any UK town or city. The Changes in Brief: If you are currently using an 01, 02 or 03 number for a customer service line you are not affected by the recent law change. If you are currently using an 0800 number for your customer service line you will also need to have an 01, 02 or 03 number for customers who call in from mobile phones. If you currently use a number beginning with 084, 087 or 09 for your customer service line then these must be changed to an 01, 02 or 03 number or you are in breach of the Consumer Contracts Regulations Act 2013. What Next? For more information on the law change or to discuss your options call our team today on 01302 260195 or email - See more at:

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